BBB Business Review

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This business is not BBB accredited.

Linden Lab

Additional Locations

Phone: (415) 243-9000 Fax: (415) 243-9045 945 Battery Street, San Francisco, CA 94111 http://www.secondlife.com View Additional Web Addresses


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Description

This company offers online games, a 3D virtual community.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for Linden Lab include:

  • 116 complaint(s) filed against business
  • Length of time business has been operating
  • Response to 116 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

116 complaints closed with BBB in last 3 years | 54 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 27
Billing/Collection Issues 30
Delivery Issues 6
Guarantee/Warranty Issues 5
Problems with Product/Service 48
Total Closed Complaints 116

Additional Complaint Information

Linden Lab came to BBB's attention in April 2004. A review of the company's file was done in January 2016. Complaints on file state that accounts are being closed and or placed on hold for no reason. A letter was sent to the company requesting they address the above issue as well as explain if and how consumers are notified if their accounts are closed.

Linden Lab responded with the following:

Pursuant to Section 5.2 of the Terms, Linden Lab may suspend or terminate a user's account and all related accounts in the event of a breach of the terms. Depending on the nature of the violation, Linden Lab follows two separate procedures for taking action against a user.

Violations that are of a lower level of risk to Second Life and its community, such as griefing (the use of scripted objects to impact virtual land resources or user experience), harassment, and other more minor violations, are deemed to be standard violations (the "Standard Violations"). Linden Lab follows a seven step procedure for taking action based on Standard Violations committed by a user, as follows (The Penalty Matrix):

Violation number: Action:
1st Violation Warning
2nd Violation One Day Suspension
3rd Violation Three Day Suspension
4th Violation Five Day Suspension
5th Violation Seven Day Suspension
6th Violation Fourteen Day Suspension
7th Violation Account Terminated

Violations that are of a greater level of risk to Second Life and its community, such as age play (Sexual act roleplaying involving a minor), child exploitation, child pornography, images of bestiality, credit card fraud, and doxing (the extensive sharing of another individuals personal information, such as real name, home address and phone number), are deemed to be severe violations (The "Severe Violation). Given the serious nature of Severe Violations, these offenses result in account termination.

When Linden Lab becomes aware of a potential violation, a member of the Customers Support team investigates and evaluates whether a violation has actually occurred. In the event that a Standard Violation has occurred the Agent takes action in accordance with the Penalty Matrix. In the event that a Severe Violation has occurred, the Agent terminates the account(s) of the offending user.


Upon taking action against a user, the Agent emails the user to notify the user of the action taken and the reason of the action, and provides an opportunity for the user to appeal the decision. In the even that a user submits an appeal, a different Agent conducts a review of the account(s) to ensure that the decision was accurate, proper procedure was followed, and the action taken was correct.

Additionally, in the event that a user submits a complaint to the BBB, another Agent conducts a complete review of the account(s) to further ensure that the correct action was taken.

In conclusion, contrary to user's allegations that accounts have been placed on hold or terminated for no reason, Linden Lab always endeavors to evaluate its users' concerns in a constructive manner and only takes action as warranted.

Customer Reviews Summary Read customer reviews

2 Customer Reviews on Linden Lab
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 2
Total Customer Reviews 2

Additional Information

BBB file opened: April 09, 2004 Business started: 11/01/1999 Business started locally: 11/01/1999 Business incorporated 08/08/2001 in DE
Type of Entity

Corporation

Business Management
Ms. Kelly Conway, General Counsel & Corporate Secretary
Contact Information
Principal: Tommy Greenfield, Supervisor - Fraud Operations
Number of Employees

250

Business Category

Internet Gaming

Alternate Business Names
Linden Research, Inc.

Customer Review Rating plus BBB Rating Summary

Linden Lab has received 3.23 out of 5 stars based on 2 Customer Reviews and a BBB Rating of A-.

BBB Customer Review Rating plus BBB Rating Overview
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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.